By Shen Shiwei
Beijing, the capital of China, exemplifies the challenges of modern urban governance. Home to over 22 million people, it is not only one of the world’s megacities but also one of the most technologically advanced, with impressive infrastructure. However, effectively managing this vast urban area requires a sophisticated public service system capable of efficiently meeting the diverse needs of its residents.
One of the experience of Beijing’s urban governance is its government service centers and the 12345 citizen hotline service. In 2019, Beijing initiated the “swift response to public complaints” reform, which introduced an innovative mechanism designed to handle public complaints more effectively.
China’s citizen hotline 12345 is a portal for inquiries and complaints, both personal and public. This hotline serves as the main channel for residents to voice their concerns about various issues ranging from public safety and sanitation to transportation and community services.
The process is designed to be both quick and efficient. Once a complaint is filed via the 12345 hotline, it is immediately directed to the appropriate local authorities, relevant departments, or public service companies responsible for addressing the issue. This ensures that complaints do not get lost in bureaucratic red tape but are handled promptly and appropriately. Moreover, the resolution of each complaint is subject to an evaluation by the complainant, ensuring transparency and accountability throughout the process.
That means in Beijing, though, it’s required by municipal law that when you call, the call center addresses your concerns within a set time frame.The system is integral to pushing forward the modernization of megacity governance by directly addressing the concerns and needs of the people.
This system is not just reactive but also participatory. By involving citizens in the entire process—from filing the complaint to evaluating the resolution outcome—Beijing ensures whole-process engagement, assessment, and oversight in city governance. This approach empowers residents, giving them a direct stake in how their city is managed and improved.
Beijing’s approach to urban governance, highlighted by its swift response mechanism for public complaints and the 12345 hotline, demonstrates how a megacity can meet the needs of its residents through innovation and modern technology. This has significantly improved the daily lives of the city’s 22 million inhabitants.
Shen Shiwei, CGTN Digital Reporter, Columnist and Analyst
